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List of placeholders for email templates

Where can I get a list of all the possible placeholders for email templates?

Best Answer

Hello everyone,


Please go through this solution article for more information on the ticket description, comment and last public comment placeholders, which can be quite confusing on where and how to use them.


Understanding ticket.description and comment.body placeholders 


I hope you find this useful.


Please keep posting on our Forums. 


Thanks,

Anna


4 people have this problem

Hello??  Is anyone from support monitoring this forum?  Surely you can provide this information.  I can't be the only one that wants this...
Hi Eric

All placeholders can be seen from the Email Notification itself. Once you edit the template, we will show the Placeholder options, you may view them all in the template

regards
Vijay
That is not true.  When I edit the template and select "Insert placeholder", it does not show all the possible placeholders.  Here are just a few that are missing:
{{comment.body}}, {{comment.commenter.name}}, {{ticket.group.assign_time_mins}}

So, again, how do I get a list of all the possible placeholders?
+1 I didn't realize that 'Insert Placeholders' didn't include all possible placeholders. So yes please provide a complete list.
Hi Guys

I verified with the team and the Placeholders listed in this articles are the only ones, that are usable in the system, rest of them like Time or Commenter.Name are used internally and taken from the backend and won't be available for any custom option or so.

Although we're working on Custom placeholders, like in Company/Contacts, that will be available for similar usage in different sections etc.

https://support.freshdesk.com/solution/categories/4/folders/15/articles/32031-bringing-additional-context-into-freshdesk-using-custom-widgets

regards
Vijay
Hi Vijay,
The list at https://support.freshdesk.com/solution/categories/4/folders/15/articles/32031-bringing-additional-context-into-freshdesk-using-custom-widgets  is not complete as it does not include: {{ticket.portal_url}} and possibly others.

Neville

Vijay, 


I would also like a complete list. I saw in a previous post  that the placeholder {{ticket.requester.firstname}} was also added. I do not see it any documentation. Please provide a full list. 

Vijay, 


Can you implement the placeholder pop-out across all email templates? Currently, it is not visible in the "Password Reset Email" or the "User Activation Email." 


Also, there needs to be a {{agent_phone}} to maybe??


To be specific, I'm referring to the following located in top right of Agent Reply Template editing window: 


<a href="#" class="link_placeholder slim-button">Insert Placeholders »</a>


dh



Answer

Hello everyone,


Please go through this solution article for more information on the ticket description, comment and last public comment placeholders, which can be quite confusing on where and how to use them.


Understanding ticket.description and comment.body placeholders 


I hope you find this useful.


Please keep posting on our Forums. 


Thanks,

Anna

Besides {{comment.commenter.name}} are there other placeholders available for the rest of the properties associated with an agent, like:

  • Email
  • Title
  • Phone No.
  • Time Zone
  • Language
  • Signature


At the moment I am interested in the signature (and possibly Title and Time Zone), so that I can include it in the 'Requester Notification / Agent Adds Comment to Ticket' Email Notification.


Actually over half of all placeholders are missing from Freshdesk documentation, not just email templates. I manually compared the documented list with ones I saw in sample code and source files. I opened a case asking where these others are documented. They aren't. I figured some out w/ trial and error.

Hi Deb,
can you share your list?

 

Why isn't {{ticket.agent.firstname}} listed? I only saw {{ticket.agent.name}} in docs and in the reply window.

Had to just give it a try to find out that it works.

Hello Folks,


Sorry for being silent on this thread for a very long time. Wanted to compile the list of placeholders and we thought we'd update the existing article with the missing items. We'll keep adding content to this article as and when we introduce new placeholders.


Thanks everyone for your active participation on this topic.


Cheers!

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